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Corporate Customer Experience Representative

Company: The Singing Machine Company, INC.
Location: Fort Lauderdale
Posted on: June 22, 2022

Job Description:

Do you enjoy working in a fast-pace corporate environment? -Is music an essential part of your life? -Singing Machine creates Joy through music and is continuing to grow! -Come become a part of our Singing Machine Family! -Our Corporate Customer Experience Representative will provide technical support to our end users (Singing Machine customers). -They will also diagnose and troubleshoot Singing Machine products and/or services as well as qualify products for warranty options. - - -The Corporate Customer Experience Representative reports to our Customer Experience Manager. -Responsibilities include: -

  • Addressing incoming calls, live online chats, and email inquiries from customers regarding karaoke machine products and/or services. -All of this will be done simultaneously.
  • Assisting customers with general unit set up of our products, the unit's functions, and the services available.
  • Providing customers with basic or in-depth troubleshooting steps (dependent upon their needs) to resolve operational/functionality issues with karaoke system and/or services.
  • Providing customers with basic and/or in-depth troubleshooting steps for internet music downloads to resolve music playback issues.
  • Utilizing available documentation and resources to identify and resolve customer concerns quickly and effectively to maximize same-day resolution and customer satisfaction.
  • Creating thorough notes to document customer concerns that include collaborative troubleshooting and the resolution to ensure painless hand-off to our Customer Experience Manager, when a concern is escalated.
  • Keeping our customers informed of the progress by checking the status of work orders in customer record systems and sending follow-up emails or conducting follow-up calls, when required.
  • Meeting key performance metrics for services that align to our customers' needs.
  • Providing a value-added experience with outstanding customer service by effectively communicating with customers in all mediums to meet evolving customer demand and maximizing customer satisfaction.
  • Maintain quality call standards, as trained.SKILLS & KNOWLEDGE QUALIFICATIONS:
    • An aptitude to quickly learn basic technical concepts and communicate to technical & non-technical audiences.
    • Ability to communicate clear and concise, basic troubleshooting and problem-solving tasks.
    • Exceptional customer service skills.
    • Strong interpersonal and organizational skills.
    • Excellent written and oral communication skills with an ability to thrive in a fast-paced environment.
    • Ability to work independently and as part of a team.
    • Experience with MacOS, iOS and/or Android software.
    • Strong ability to multi-task in a face-pace environment using various system resources.
    • Ability to speak, write, and type clearly and accurately.
    • Knowledge of relevant software computer applications and equipment (Windows, Microsoft Office Suite).
    • Demonstrate proficiency in typing and grammar.
    • Active listening skills.
    • Knowledge of customer service principles and practices.
    • Multi-task capabilities.
    • Effective time management skills.REQUIREMENTS:
      • Ability to type 40 WPM
      • Confident and driven individual with excellent communication skills
      • Quick learner - Has the ability to learn new systems, services and processes
      • 1-year technical support experience or equivalent transferrable skills in a fast-paced environment
      • High school diploma or general education degree (GED) or equivalent work experience
      • Ability to work a flexible work schedule (Will include rotating Saturdays and working holidays including Christmas Eve and Christmas Day.)
      • Familiar with music files and download procedures
      • Familiar with on-line chat inquires
      • Familiar with internet research and internet navigation
      • Internet computer skills (Chrome and Internet Explorer)PREFERRED SKILLS:
        • Familiar with music file formats and music download procedures (Strongly preferred)
        • Familiar with case ticketing system: (Zendesk) a plus
        • Familiar with phone system (Five9) a plus
        • Call Center Experience (Strongly Preferred)
        • Bilingual (Spanish/French/Creole) a PlusAwesome benefits such as medical, dental, life, and vision insurance paid for employees, STD, LTD, Aflac, vacation, personal time, sick time, paid holidays and floating holidays, 401(k) with an employer match, flexible spending accounts, tuition reimbursement, karaoke, and a general sense of fun.Qualified and interested candidates should submit their cover letter and resume to careers@singingmachine.com.We are a NASDAQ listed company: MICS

Keywords: The Singing Machine Company, INC., Fort Lauderdale , Corporate Customer Experience Representative, Other , Fort Lauderdale, Florida

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